Operations management: Overseeing the department’s performance metrics and adherence to SLAs internally and externally by BPO partner. This includes planning, developing and coordinating activities on customer Careline including telephony operations, outpatient appointment scheduling, response to general and medical enquiries, response to email and medi-guide patient contacts, coordination of SMS reminders, and public address announcements.

Performance management and reporting: Oversee and manage the Contact Centre operations performed by BPO partner for the hospitals to achieve performance targets and goals in terms of quality, efficiency, and customer experience.

Escalation management: Primary point of contact to the hospitals and BPO team to address concerns and needs relating to Contact Centre related matters. This includes handling complex / escalated customer issues relating to Contact Centre service level.

BCP & crisis management: Develop and regularly review the business continuity plan to address any failure in the telecommunication system. Responsible in managing and mitigating any issues impacting hospital operations including developing contingency plans, coordinating with relevant stakeholders, and ensuring business continuity.

Technology and process improvement: Evaluate equipment specifications and make recommendations for the purchase of IT or telecommunication equipment as and when required. Identify, plan, and implement process improvement initiatives for the team to increase contact centre’s productivity and efficiency whilst decreasing cost.

Resource planning and optimization: Monitoring and ensuring sufficient and competent resources are in place by BPO partner to meet service level and cater for growth plan. Conduct yearly staff appraisal and through KPI management track personal and department performance against goals set.

Training and development: Manage and facilitate training and information briefing to hospital team and BPO partner.

Policies and governance: Create and maintain documented policies and procedures for the department.

Accreditation and audit support: Prepare the team for hospital’s audit – JCI, MSQH, ACHS, etc.

• Budget and administration: Maintain the general administration and accountability of the department budget and expenses.

Prepare and report on the department budget and any other analytical reports.

Participate in Department Heads Meeting and other ad hoc meetings as assigned.

Performs any other work-related duties as assigned by the Group Head Marketing Communications & Sustainability.